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Fraud Agent, Inbound Fraud Unit

Reference ID: RBCAA008885278

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What is the opportunity?

Based in our Risk Operations - Fraud Management Centres, you field incoming calls about lost and stolen cards, fraud prevention, and high-risk situations. You create comprehensive analyses and security reports, as well as apply card blocks to prevent fraud losses. Relying on your strong analytical skills, inquisitive nature, and calm, friendly demeanor, you get to the heart of the matter effectively and educate our clients about protecting their privacy. Ultimately, you help our clients feel safe banking with RBC. As one of Canada's leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.

What will you do?
  • Provide professional, responsive customer service to inbound client calls
  • Share recommendations with clients to meet their immediate security needs and provide superior, responsive execution and delivery of tailored solutions to prevent any fraud losses
  • Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate
  • Adhere to compliance routines in identifying and resolving client security concerns

  • What do you need to succeed?

  • Fluency in both English and French language skills (reading, writing, and spoken)
  • A minimum of one year of client service; preferably 2-3 years in one position
  • Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
  • Proven interpersonal, communication and problem resolution skills
  • This is a 24/7 environment and will require full flexibility for a variety of shifts Monday to Sunday, including overnight

  • Nice-to-have:
  • Advice/Call Centre experience
  • Ability to navigate between multiple Windows-based application systems

  • What's in it for you?

    We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
  • A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation
  • Flexible work arrangements, including bonuses for evening shifts
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and high-performing team that genuinely puts security first
  • A world-class training program in financial services

  • About RBC
    Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit .

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    Inclusion and Equal Opportunity Employment
    RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.


    City: Montreal
    Address: 7101 avenue du Parc
    Work Hours/Week: 37.5
    Work Environment: Call Centre
    Employment Type: Permanent
    Career Level: Entry Level
    Pay Type: Salaried
    Required Travel (%): 0
    Exempt/Non-Exempt: N/A
    People Manager: No
    Application Deadline: 03/22/2019
    Req ID: 180111

    Posting Notes:

    Posted: March 16, 2019
    Closes: May 15, 2019
    Company Info
    10,000+ employees
    Banking & Finance

    Connect with employer:

    About RBC

    At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re ...